Podcast
Questions and Answers
What is one of the difficulties in evaluating a service?
What is one of the difficulties in evaluating a service?
- The customer lacks sufficient knowledge to appraise the service even after usage or consumption. (correct)
- The customer has complete knowledge about the service.
- The customer's expectations are always identical to their perceptions.
- The service quality is always consistent.
What is the 'customer gap' in the context of service quality?
What is the 'customer gap' in the context of service quality?
- The difference between customer perceptions and provider's understanding.
- The difference between service design and customer perceptions.
- The difference between provider's understanding and customer expectations.
- The difference between customer expectations and perceptions. (correct)
What is the 'listening gap' in the context of service quality?
What is the 'listening gap' in the context of service quality?
- The difference between customer expectations and provider's understanding.
- The difference between customer expectations and provider's understanding of those expectations. (correct)
- The difference between customer perceptions and service design.
- The difference between service design and performance standards.
What is the purpose of a 'service blueprint'?
What is the purpose of a 'service blueprint'?
What is an essential aspect of 'relationship marketing'?
What is an essential aspect of 'relationship marketing'?
What is the 'service design and standard gap' in the context of service quality?
What is the 'service design and standard gap' in the context of service quality?
What is a key strategy to close the 'listening gap'?
What is a key strategy to close the 'listening gap'?
What are the traditional elements of the marketing mix?
What are the traditional elements of the marketing mix?
What is the primary goal of service recovery strategies?
What is the primary goal of service recovery strategies?
What is the benefit of cultivating relationships with customers during service recovery?
What is the benefit of cultivating relationships with customers during service recovery?
What type of fairness refers to the results that customers receive from complaints?
What type of fairness refers to the results that customers receive from complaints?
What is the purpose of encouraging and tracking complaints?
What is the purpose of encouraging and tracking complaints?
What is the benefit of offering a service guarantee?
What is the benefit of offering a service guarantee?
What is the purpose of making the service 'fail-safe'?
What is the purpose of making the service 'fail-safe'?
What type of fairness refers to the policies, rules, and timeliness of the complaint process?
What type of fairness refers to the policies, rules, and timeliness of the complaint process?
What is the purpose of learning from lost customers?
What is the purpose of learning from lost customers?
What type of customers are likely to result when the service provided is below the minimum level considered acceptable?
What type of customers are likely to result when the service provided is below the minimum level considered acceptable?
What is the dimension of service quality that is highly dependent on employees' ability to communicate their credibility?
What is the dimension of service quality that is highly dependent on employees' ability to communicate their credibility?
Which of the following sources of expected service influences both desired and predicted service expectations?
Which of the following sources of expected service influences both desired and predicted service expectations?
What is the term for an employee's response to a customer's needs and requests?
What is the term for an employee's response to a customer's needs and requests?
What is the term for an employee's unprompted and unsolicited actions?
What is the term for an employee's unprompted and unsolicited actions?
Which of the following factors can influence customer expectations of service?
Which of the following factors can influence customer expectations of service?
What is the term for an employee's response to a problem customer?
What is the term for an employee's response to a problem customer?
What is the fundamental characteristic of a service?
What is the fundamental characteristic of a service?
What happens when service delivery systems fail, and an employee responds to the failure?
What happens when service delivery systems fail, and an employee responds to the failure?
Which of the following industries is an example of a service industry?
Which of the following industries is an example of a service industry?
What is the term for the service that occurs when a retail employee helps a customer find a desired item?
What is the term for the service that occurs when a retail employee helps a customer find a desired item?
What is the idea that all products and physical goods are valued for the services they provide?
What is the idea that all products and physical goods are valued for the services they provide?
What is a characteristic of a service-based economy?
What is a characteristic of a service-based economy?
Which of the following companies is an example of a non-service company that sells services?
Which of the following companies is an example of a non-service company that sells services?
What is the term for the service that is provided by a physical good, rather than the good itself?
What is the term for the service that is provided by a physical good, rather than the good itself?
What is the idea that all businesses are ultimately service businesses?
What is the idea that all businesses are ultimately service businesses?
What is one of the roles of the Servicescape as a Package?
What is one of the roles of the Servicescape as a Package?
How does the Servicescape as a Facilitator affect the flow of activities?
How does the Servicescape as a Facilitator affect the flow of activities?
What is one of the roles of the Servicescape as a Socializer?
What is one of the roles of the Servicescape as a Socializer?
What is the primary purpose of the Servicescape as a Differentiator?
What is the primary purpose of the Servicescape as a Differentiator?
What theory explains the effects of the Servicescape on behavior?
What theory explains the effects of the Servicescape on behavior?
What is the 'stimulus' in the stimulus-organism-response theory?
What is the 'stimulus' in the stimulus-organism-response theory?
What is affected by the dimensions of the Servicescape?
What is affected by the dimensions of the Servicescape?
What is the result of the interactions between the dimensions of the Servicescape and the internal reactions of customers and employees?
What is the result of the interactions between the dimensions of the Servicescape and the internal reactions of customers and employees?
Study Notes
Zones of Tolerance
- Customer expectations of service quality vary across different service dimensions
- Different customers possess different zones of tolerance (narrow vs wide)
- Dimensions: reliability (narrow zone) vs empathy (wide zone)
Factors Influencing Customer Expectations
- Personal needs
- Personal service philosophy (own experience)
- Derived service expectation (others' input)
- Perceived service alternatives
- Situational factors (uncontrollable vs personnel situational factors)
- Predicted service
Service Promise
- Sources of desired service expectations:
- Explicit service promises
- Implicit service promises
- Word-of-mouth communication
- Past Experience
- Sources of adequate service expectations:
- Short-term and fluctuating factors
- Perceived service alternatives
- Situational factors
- Predicted service
Customer Perceptions of Service
- Spontaneity, adaptability, and coping: Dimensions of recovery
- Recovery: employee response to service delivery system failure
- Adaptability: employee response to customer needs and requests
- Coping: employee response to problem customers
Service Quality
- Credibility: assurance dimension of service quality dependent on employees' ability to communicate credibility and inspire trust
- Credibility is essential to inspire customers' trust and confidence in the firm
Introduction to Service
- Services are deeds, processes, and performances provided, coproduced, or correlated by one entity or person for and/or with another entity or person
- Services are intangible
- Service industries and companies include those typically classified within the service sector
- Service as a product represents a wide range of intangible product offerings that customers value in the marketplace
- Customer service is a critical aspect of the service experience
The Gap Model of Service Quality
- The Gap Model: Customer Gap, Provider Gap 1 (Listening Gap), Provider Gap 2 (Service Design and Standard Gap), Provider Gap 3 (Service Performance Gap), Provider Gap 4 (Communication Gap)
- Customer Gap: difference between customer expectations and perceptions
- Provider Gap 1: difference between customer expectations and a company's understanding of those expectations
Service Recovery Strategies
- Fix the Customer: respond quickly, provide appropriate communication, treat customers fairly, and cultivate relationships
- Fix the Underlying Problem: address the actual problem that created the poor service delivery
- Offer a Service Guarantee: pledge or assurance that a product or service will perform as promised, with reparation if not met
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Description
This quiz assesses your understanding of service quality, customer satisfaction, and zones of tolerance. It covers the concept of zones of tolerance, including reliability and empathy, and how they impact customer satisfaction.
